> Customer calls in angry about a legitimate problem they're having, but their anger is 2-3 orders of magnitude larger than the actual severity of the problem.

> Customer calls in angry about a legitimate problem they're having, but their anger is 2-3 orders of magnitude larger than the actual severity of the problem. I have to say, navigating customer service phone trees seems like performing a ritual designed to magnify anger. About a minute and a half into picking between various vague options, some of which dead-end at reading me a FAQ that is already available on the webpage I got the number from, I've used up all my patience quota for that particular issue. Not saying that's what was happening with your customers, but it certainly may skew your sample.